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Mid-market CRM specialists Pivotal Corp., Vancouver, British Columbia, released its first set of applications aimed at vertical industries. Targeted specifically at organizations with $100 million to $3 billion in revenues, the products focus on niche verticals including investment banking, healthcare, insurance and real estate/construction. Through the offerings, Pivotal said it hopes to give mid-sized companies in these categories a quick start on CRM.

San Francisco-based eCRM vendor Salesforce.com won a deal to standardize corporate flyers Garrett Aviation, Little Rock, Ark., on its Enterprise Edition. Under the project, Garrett will consolidate customer information from its 12 service facilities into a central Web-based repository in order to cut response time to customer queries and gain insight into potential service problems. Using Salesforce.com's Customer Self-Service portal, Garrett customers will be able to go online to check case status and histories, delivery dates and other information that previously required calling customer support representatives.

Mid-market CRM provider Blue Martini Software Inc., San Mateo, Calif., released its new Relationship Marketing application, aimed at enabling marketers to centrally orchestrate management of customer communications. The package allows users to engage in cross-channel dialogs to build event-driven marketing campaigns. The dialogs consist of monitoring customer behavior across channels and triggering reactions based on user patterns. These customer-triggered events may include buying a specific brand of merchandise in a store, calling a call center with a complaint or returning a product.

Brisbane, Calif.-based Intraspect Software Inc. has released version 5.5 of its collaborative applications package, featuring a new tool dubbed c-mail. The technology promises to allow users to interact with other Intraspect solutions using standard e-mail. Intraspect 5.5 also claims to provide architectural enhancements for large-scale inter-enterprise deployments.

CRM consultancy Witness Systems Inc., Atlanta, is increasing its focus on the growing e-learning sector. The firm reported it created a new consulting service to help customers implement e-learning as part of ongoing contact center training programs. The service, designed and facilitated by the company's Business Consulting Services Group, helps customers configure their e-learning management systems to deliver online training to customer sales/service representatives.

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